I love the ease of setup and the ease of control. I am able to maneuver the program with little to no error.

Being able to RDP into a client's computer from the helpdesk is awesome. Inventory and tickets in the same interface is also nice.

Our work was fieldwork and to have a web-based solution was very helpful to track complaints and provide response to clients and management about the work done.

Web Help Desk so far is doing a pretty good job at automating the tickets and routing to the required departments and individuals.

Initial setup was a pain. I had to quote out a SQL server and set that up just to use the product.

It has been a very low cost, reliable solution that has helped us keep track of assets and help tickets. It also requires very little maintenance.

This has worked well for our company, and best advantage has been prompt and good tech support.

I like that WHD is very straightforward to use and is very stable. It integrates with Single Sign On with Windows.

There has been a memory leak present for years, the only fix we have found is to restart the machine once it becomes completely unusable.

WHD has a very clean user interface. It is very easy to navigate and it is mobile friendly.

Web Help Desk is a modern solution for ticket based system. Modern UI and great reports.

It requires some effort to fully implement and it is hard to integrate with other tools.

The only complaint that I have is that the ticketing system of this service is a little difficult to navigate.

Their customer service is very quick and responsive, it is a very easy to use application and most importantly, helpful.

The search and filtering system is absolutely amazing, giving you the option to allowing you to build queries with any combination of data to include or exclude.

I find the ticketing straight forward, the asset tracking awesome, the integration with AD and Solarwinds is great, it even does Knowledge base and surveys.

I like the ui it's very clean, and very easy to find what your looking for in the software.

The initial configuration is a pain if you do not know what you're doing. It does not auto select to email the client either.

Very affordable - sales rep that I worked with was very helpful and gave us a nice discount. Good features: Task automation, work flow, email threading (adding ticket notes via email).

With SolarWinds we can create granular reports to address problem areas.

It integrates with Solar Winds and helps with asset control. The Helpdesk UI/UX is easy to read.

Support webhelpdek is very bad. If i let only for npm sam.

That being said, it is reliable and the support is fantastic. It is a great value for the money for a non profit.

I enjoy being able to custom build reports, have an amazing dashboard in the NOC for all to see. One with soft helpdesk technical skills can easy navigate and self learn.

A rich full-featured help desk software that integrates nicely with alot of solarwinds many awesome programs.

You only get a very select few options when it comes to dashboards. The reporting can get confusing as well which also has limited options of reporting.

We are able to track the metrics that we desire and it helps our team have a clear sense of what needs to be accomplished in a given day.

Customizing ability and ease of use for clients. Easy to track assets and update inventory.

Ease of use, end user friendly. We haven't used the asset portion of it much bit would like to start using it soon.

SolarWinds generates a positive impact thanks to cost reduction.

With SysAid, we like the AD integration, Asset Inventory and cost.

Superior, Best, easy to use, the better, like no other.

I have enjoyed use of the sysaid platform and will continue to recommend it to organizations for quick delivery. It is cost effective and has a great support structure.

The main disadvantage is the insane price, because of which the product is simply not available to small teams.

Includes an asset management system and CMDB, modern interface for end-users and administrators, excellent sales and technical support.

I like just how easy this product is to use and the ease for the end users to put in tickets.

We like the ease of use. Our users are able to quickly get to the information or form they need.

The Asset Management, Automated Updates/Upgrades and the ease of the implementation.

The Self Service Portal is extremely user friendly and cuts down on the amount of tickets that actually make it into the que. Active Directory integration is fantastic.

But the problem comes when get tons of unneeded email. For example, I will close out a ticket (and get a message that the ticket is closed).

SYSAID is a great ITSM Tool comparable to any other global tool but really great value for money.

I liked the flexibility and ease of implementation of this software. Also, it was easily customizable to suit our specific need, this was a major plus for us.

Very attentive and knowledgeable. I was sad when implementation was done.

The way it is implemented does not follow typical ITIL based methodology and is missing key aspects such as a service management catalog.

Ease of use, very friendly and simple GUI, easy to find what are You looking for, nice reports, reminders for upgrade or new features.

Great ticketing system for any company with a Support team.

I really like here is the integration with other software. And Also admire that this product is very easy to use.

Low acquisition cost for licenses. Supported and certified ITIL processes.

I like how the integration with the AD, because the users used the same password. I like that you can take screen shots and have evidence of a incident.

SysAid has been very good at helping us get set up and functioning.

They have great response time on issues and always willing to help.

Some of the integration setup was confusing at times.

So far I haven't found anything that I Dislike about SysAid.

Weak project management module, not standard and poor performance. No real dependencies in task.

We have been satisfied with SysAid and it's ability to help us do our job more efficiently.

This is difficult for us as we do not have the full/complete version of Sysaid.

US Dollar

SolarWinds Web Help Desk is a cloud-based ticketing and asset management solution that gives businesses tools for service management from request to resolution. Web Help Desk assists businesses in the following key areas of support including ticketing management, asset management, change management, knowledge management, incident management and service management.


The solution offers tools for ticket creation, assignment, routing and escalation. Users can automate the discovery of software and hardware assets and manage asset assignments, history and associated service requests.


Web Help Desk enables users to utilize a configurable workflow engine to help ensure that change management policies and procedures are adhered to. Users can also leverage a built-in knowledge base for creating FAQs and KB articles to assist help desk teams and promote end-user self-service.


Web Help Desk is able to associate unlimited incident tickets with problem tickets for quick reference. Users can track ticket status, technician performance and customer support needs to help ensure that SLAs are met with built-in reports, dashboards and alerting.



LongDescription

Support Ticket Management

Surveys & Feedback

IT Asset Management

Workflow Configuration

Contract/License Management

Task Scheduling

Change Management

Project Management

Procurement Management

Automated Routing

Problem Management

Self Service Portal

Help Desk Management

Project Time Tracking

Cost Tracking

Dashboard Creation

Inventory Tracking

Capacity Management

Service Catalog

Multi-Channel Communication

Support Ticket Tracking

Workflow Management

Email Management

Ticket Management

Asset Tracking

Activity Dashboard

Knowledge Base Management

Service Level Agreement (SLA) Management

Availability Management

Audit Management

Alerts/Escalation

Customizable Branding

Asset Lifecycle Management

Compliance Tracking

Reporting/Analytics

Remote Access/Control

Supplier Management

Requisition Management

Incident Management

IT Asset Tracking

Release Management

Inventory Management

Task Editing/Updating

Task Tagging

Task Progress Tracking

Knowledge Management

Alerts/Notifications

Dashboard

Mac OS

Web browser (OS agnostic)

Windows 10

SolarWinds Web Help Desk is priced per technician, starting from €575/seat (for 1 to 5 licenses)

Email/Help Desk

Knowledge Base

Phone Support

24/7 (Live Rep)

Chat

Self-Employed

2-10

11-50

51-200

201-500

501-1000

1000+

Web Help Desk

Documentation

Videos

SysAid empowers organizations to deliver exceptional service – automagically. A comprehensive, next-gen ITSM platform, SysAid comes ready for action with generative AI baked into every element of service management, all wrapped up in an intuitive, fully conversational user experience.

The result? You lift CSAT scores by delighting employees with a reliable, easily accessible, and incredibly convenient service experience (AKA a consumer-grade service experience). Because now they can get the help they need at any time, in the channels they’re comfortable working in. MTTR improves as admins are free to now focus on more strategic tasks and projects. And organizations are liberated to unleash their true potential for productivity and fulfill their purpose.

Analytics

User Management

Status Tracking

Barcode/Ticket Scanning

Customizable Reports

Document Storage

Access Controls/Permissions

Activity Tracking

Real-Time Monitoring

License Management

Active Directory Integration

SSL Security

Single Sign On

Approval Process Control

Scheduled/Automated Reports

Customizable Fields

Collaboration Tools

Assignment Management

Full Text Search

Data Import/Export

Customer Support

Event Logs

Email Templates

CPU Monitoring

Remote Monitoring & Management

Bandwidth Monitoring

Uptime Reporting

Configurable Workflow

Server Monitoring

Mobile Access

Service Reporting

CMDB

Compliance Management

Real Time Data

Performance Metrics

Maintenance Management

Configuration Management

Benchmarking

Role-Based Permissions

Client Portal

Social Media Integration

Real-Time Notifications

Real-Time Updates

Visual Analytics

Recurring Issues

Reporting & Statistics

Network Monitoring

Data Visualization

Real-Time Chat

Chat/Messaging

Customizable Templates

Macros/Templated Responses

Interaction Tracking

Patch Management

Real Time Reporting

IT Reporting

Monitoring

Prioritization

Feedback Management

Customizable Forms

Drag & Drop

Windows 7

Windows Vista

Windows XP

Linux

Unix

Windows 8

SysAid offers 3 editions: Help Desk, ITSM, and Enterprise.
All plans can be enhanced with SysAid Copilot - a generative AI solution that highly improves IT efficiency using the most advanced AI capabilities in the market.

Web Help Desk vs SysAid

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Product Demo & Screenshots

Advisor Recommendations & User Awards

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